Service Desk Team Lead

3 days ago

Melbourne, Australia Latitude Financial Services Full time

Let's talk about the role.

As the leader of the LFS Service Desk, you will spearhead our efforts in delivering exceptional level 1 support to our esteemed staff across Australia, New Zealand, and Asia. Collaborating closely with our Workplace IT Support Manager, you will strive to enhance our Service Desk, transforming it into a highly professional and efficient environment.

Joining our esteemed Workplace Services team, this role holds immense importance. You will forge strong partnerships with other leadership teams to ensure seamless delivery of top-notch services to our valued LFS staff. At every step, your focus will be on providing an unparalleled experience and maintaining the highest standards of service quality.

Are you ready to take charge and lead the way? Join us as the Service Desk Team Leader and be part of our mission to consistently elevate the service we provide to our LFS staff.

In this role, you will:

- Manage the day-to-day coverage, queue management and ticket handling and identify improvements to processes to support customer outcomes.
- Manage all people - Individual Development Plans, Roster Management, Coaching and Leave management for Service desk staff.
- Act as the first level escalation point for timely resolution of tickets and critical incidents.
- Work with senior analysts on regular incidents, impacts and potential improvements for staff.
- Generate reports, both technical and managerial, to monitor service desk performance and communicate with management as required.
- Document and maintain support process knowledge material and keep team updated.
- Provide and review the team's input into recommendations on Process Improvement initiatives and implement as appropriate.
- Perform any other duties as may be reasonably required from time to time

Let’s talk about you:

- Tertiary qualifications in Information Technology or relevant industry experience
- 3-5+ years of experience as a Service Desk Team Leader in IT Service Management or a similar role
- Proven experience in managing all aspects of a Service Desk, including people management, reporting, rostering, process documentation, and escalation management
- Demonstrated proficiency in managing MS Windows 10, MS Office 365, Active Directory (AD), Azure Active Directory (AAD), and Intune
- Sound knowledge of VPN (Virtual Private Network) and Network Connectivity fundamentals
- Communication and Problem-Solving Skills:

- Excellent oral and written communication skills to ensure clear and accurate communication with all stakeholders
- Strong negotiation and problem resolution skills

At LFS, we value our customers and strive to provide exceptional service. As a leader within our Service Desk team, your ability to lead, solve problems, and maintain a customer-centric mindset will be crucial to your success. If you are ready to take on this exciting opportunity and contribute to our dynamic organisation, we invite you to apply.

Join LFS today and be part of a team that is dedicated to delivering outstanding IT support and solutions to our valued clients

Sound like you? That's a good sign In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both.

We're Latitude, partners in money Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance is what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values. Act Right, Show Care, Be Curious.- Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens._

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